Cleaning Service

Frequently Asked Questions

Many of our customers have specific questions about our professional cleaning services.

Here are just a few of the frequently asked questions we hear at Mastercare cleaning.

General Questions

How can I get a quote?

Simply give us a call using the phone number at the very top of the page, or click the blue “Get A Quote” button at the top right of our website.  Complete the online quote form to get an estimate, or book a cleaning.

Am I charged the full quoted amount even if it doesn't take that long to clean my house?

No, you’re only charged based on the amount of time your cleaner was actually at your home working. If they finish early, you aren’t charged the full amount quoted.

Recurring jobs typically are charged the same flat-fee each time, regardless of how long it takes our team to finish.

Does someone have to visit my house before I can book a cleaning?

It’s helpful, but not necessary. We can work together with you to get an accurate quote of what you need. You can even get a quote and book your cleaning online. It only takes about one minute.

Are cleaning supplies included?

Yes. We bring our own cleaning supplies.

However, if there is something specific that you would like us to use, you may provide it, and we will use that instead.

We normally bring our own mops and vacuums as well, but we can also use yours if you prefer.

What if I'm not happy with my cleaning?

Please get in touch with us right away and we’ll make arrangements to rectify the situation. We have a 100% satisfaction guarantee that we stand by.

Scheduling Questions

CAN I GET A SAME-DAY BOOKING?

Possibly. We don’t guarantee same-day bookings, but depending on the day, we can sometimes meet this requirement.

DO I HAVE TO BE HOME FOR MY CLEANING?

It’s completely up to you. If you’re not going to be home, make sure you let us know how to access your house by putting the information in your customer dashboard.

DOES MY CLEANER ARRIVE AT THE EXACT TIME I BOOK?

Yes, most of the time. However, we allow a one-hour window due to traffic and weather circumstances. In scenarios where your cleaner will be late, you will be contacted to let you know the ETA.

WHEN AM I CHARGED FOR THE SERVICE?

You are not charged until after the cleaning has been completed. Your invoice will reflect only the amount of time that your cleaner was actually at your home working, rounded-up to the nearest 15 minute increment.

ARE THERE ANY COMMITMENTS OF CONTRACTS?

No, there is no contract.  You may cancel service at any time.

The only thing we ask, is that if you need to cancel an appointment, please do so at least 24 hours prior to the scheduled cleaning date and time.

Cancellations within 24 hours of our scheduled time may result in a small cancellation fee.

Cleaning Questions

WHAT'S INCLUDED IN A STANDARD CLEANING?

Here’s a listing of what gets cleaned in every room of your house during a standard cleaning. You can also request extra items if needed.

  • Dusting
  • Vacuuming
  • Floors
  • Wipe down of all surfaces (Counters, tables, shelves)
  • Wipe down of kitchen appliances
  • Bathtubs / Showers
  • Sinks
  • Toilets
  • Light fixtures, switches
  • Floors
  • Linens changed if desired

DO YOU PROVIDE THE SUPPLIES?

Yes. We will provide our own cleaning supplies.

However, if there are specific supplies that you would like us to use, you may provide them and we will use those instead.

We normally bring our own mops and vacuums as well, but we can also use yours if you prefer.

WHAT SERVICES DO YOU OFFER?

We offer a range of services for both residential, and commercial/business clients.  We offer hourly cleaning rates, recurring flat-rate cleaning rates, and one-time cleaning services for those needing Move-in or Move-out cleaning help.

You can see the different services by visiting the “Our Services” page through the menu link at the top of the page.

HOW MANY CLEANERS DO YOU SEND?

Usually two cleaners are sent to your home. If you’re on a recurring schedule, you will get the same team members on the same day, and same approximate time.

ARE CLEANING COMPANY CLEANERS SCREENED?

Absolutely! The cleaners go through a screening process that includes a police background check, reference checks and in-person interviews. We also require significant experience in residential house cleaning to work with us.